Director - Technical Support

Industry - IT

Skills - Technical Support, 24X7, Application Support, Tier1/2/3, L2, L3, Global

Job Type - Permanent

Job Description - An excellent opportunity to work in a start-up environment with a global presence and best in class talent.

Client Details :

Our client is a US Headquartered setup providing solutions on information usage control, information rights management (IRM) and secure outsourcing. The company's products enhance collaboration and data security while managing risk. They are looking for a tenured professional with experience in leading Technical Support and the passion to drive Customer Success.

Description :

As the Director - Technical Support, your key responsibilities will include :

- Head the 24 x 7 product support operations. This primarily includes Level 2 and Level 3 support.

- Provide leadership to the technical support operations which include 24x7 technical support (offsite and onsite) team for all customers across all the geographies.

- Customer engagement from a support perspective and ensuring smooth usage within the customer environment.

- Upgrading customer environments on regular basis.

- Feed Product Intelligence and Customer Intelligence to the product team and the customer success team.

- Identify and facilitate training programs which will improve the product knowledge, technical skills and customer engagement skills of the team members.

- Define, track and improve operational metrics to for effective technical support operations.

- Handle escalations and deal personally with difficult clients.

- Identify and prioritize issues and enhancements which need to be taken up by the Product Team.

Profile :

- 10+ years of managing Technical support operations with minimum 5 years in leadership role.

- Understanding of running International / Global Technical Support operations & handling international customers.

- Good understanding of Processes and Metrics related to Customer Service Operations.

- Strong people leadership skills

- Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues.

- Ability to handle irate customers.

Job Offer :

A chance to work with fast paced and innovative organization that offers great growth prospects and competitive pay.

Page Group India is acting as an Employment Agency in relation to this vacancy.

Contact - Varsha Barooah

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